I have been hosting for 4 years and always maintain a positive/good relationship with Airbnb.
Unfortunately, Airbnb made me feel disappointed with the way they handle a recent issue that occurred.
For the FIRST time in 4 YEARS of hosting, I needed to ask my guests to leave and vacate the property.
I have an entire unit listing that is located on the lower level of my private house. I knocked on the door to say hi and found out there were 2 unauthorized guests. As I mentioned in my other post, I gave a 10pm curfew ONLY for that night and sent a reminder that it is against the house rules to bring unauthorized guests. Since then, they became SUPER rude to me... I mean it, not only rude but EXTREMELY rude. They tried to make me feel guilty for not allowing them to do that which is inappropriate because it is not a surprise, it is their responsibility to read and understand the house rules (this was an IB by the way - I resend the house rules right away once the reservation was confirmed and she said she agreed) and it is REQUIRED by Airbnb for guests to agree and follow house rules.
On the 2nd day, I sent a message to check on them. She said that her BIGGEST ISSUE is because I am not allowing her having unauthorized guests (max. occupancy is 4 and she already has 4 and she wants to bring 2 extra = 6 = exceeding max. occupancy).
She said that she is in town to visit her family, so I *should* have told her that the extra 2 will not be an unauthorized guest.... Hmmm interesting! I only have 2 comments for that 1. Did they or did they not in the reservation? Not. So, that means they are unauthorized. 2. She NEVER communicated this to me prior to her arrival (that she wants to have the additional 2 people come hang out at the unit).
So, basically, she is saying that the ONLY way I CAN make her have a good stay is if I BREAK MY OWN RULES by letting her have extra unauthorized guests.
I called Airbnb and was being *harassed* by one of the case manager. She *threatened* me saying either I give this guest a refund (for breaking my rules!) or she will let this guest leaves me a review (which of course she will leave me a bad review for not getting what she wants).
I was shocked and VERY DISAPPOINTED. I feel that I was treated inappropriately. I have been hosting MORE THAN 1,500 TRIPS in the 4 years! I am contributing to this forum to help others and the community. This case manager is favoring the guest. Rewarding the guest with $ because she wants to break house rules. I could not comprehend that... why? Because it does not make any sense nor ethical at all!
At the end, I spoke with a different case manager. At that point, I have been on the phone for HOURS and have been telling the same story to at least 10 people in Airbnb. I was hurt, I was sad, I was disappointed, I was exhausted.
I have a strict cancellation policy and house rules for a reason. A policy is a policy. I have my dignity and integrity in living my life and hosting. I will never take anything that is not my rights nor take advantage of others. Though Airbnb and the guest decided to make me be the one to be punished (loss payout) for no mistakes.
They vacate the premises around 8pm the 2nd night of their stay. I only get paid for the 1st night even though they use the unit until 8pm the 2nd night and I got compensated NOTHING for it.
What Airbnb case manager said:
- They rent an entire unit, so MAYBE they ASSUME they can do this > NO! It is in the house rules
- It is maybe just during the day > NO! The first night it happened in the evening and it does not matter what time, no means no and a policy is a policy
It is very *INTERESTING* to see Airbnb promoting and allowing people to break their own policy and bend house rules.
It is FAR AWAY from "fair". I have always been having a good faith and want to keep the positive attitude and relationship with Airbnb, but they disappoint me so greatly. I am being punished for following the policy and being compliance and a responsible host. The guest is being rewarded for breaking house rules and pressuring me to agree that she can break house rules.